ESS - Senior Workspace Support Engineer

Job description

Innovate. Create. Elevate. At Ontrac Solutions, we partner with elite engineering organizations to build systems that operate at planetary scale. About the Role: Ontrac Solutions is hiring a Senior Workspace Support Engineer for a leading Google Cloud partner. In this role, you will serve as a senior, customer-facing escalation point responsible for diagnosing complex Google Workspace issues, improving support operations, and mentoring other engineers—while delivering an exceptional, consultative support experience. This organization provides 24x7 global support, so comfort with rotational schedules and participation in on-call rotations is essential. What You’ll Do (Responsibilities): - Isolate, troubleshoot, and resolve customer issues to a satisfactory outcome. - Guide customers on best practices for setup/configuration to achieve desired results. - Analyze legacy practices/data and configure appropriately in new environments. - Conduct customer reviews prior to release to confirm acceptance of data/configuration. - Maintain accurate activity records and timely updates for reporting and (where applicable) billing. - Improve and contribute to knowledge articles and support proces...